Customer Success Manager (SaaS)

Location: Remote - US

Salary: $60,000–$70,000 USD per year

Company

hirify.global provides vertical software and embedded payments technology, while PEAK 15 delivers a cloud-based management system for the travel industry.

What you will do

• Serve as the primary point of contact for a portfolio of customers from onboarding through ongoing account management.
• Coordinate customer onboarding and implementation through GUIDEcx, including milestone tracking, weekly check-ins, go-live readiness, and action-item follow-up.
• Monitor customer health, product adoption, account activity, retention risks, and expansion opportunities.
• Coordinate with Sales, Learning, Operations, Support, Product, Accounting, and business leadership to resolve customer needs.
• Manage escalations, renewals, cancellations, transfers of ownership, and other account-change processes.
• Maintain accurate customer records and identify recurring issues or documentation needs for process improvement.

Requirements

• 2+ years of experience in customer success, account management, or a similar customer-facing role preferred.
• Experience with customer onboarding, implementation, software launches, or customer training in a SaaS or technology environment.
• Experience in a B2B environment, particularly with high-value enterprise customers.
• Strong knowledge of customer retention, product adoption, account health, and renewal processes.
• Excellent communication, organization, problem-solving, and relationship-management skills.
• Proficiency with AI tools such as Copilot, Claude, or ChatGPT.

Nice to have

• Bachelor's degree in business, marketing, or a related field, or equivalent experience.
• Experience in the tour operator or travel industry in customer success, support, trip planning, sales, or operations.
• Experience with SaaS products or technology services.

Culture & Benefits

• 100% remote work environment.
• Collaborative, fast-paced workplace focused on teamwork, transparency, and continuous improvement.
• Opportunities for professional growth and development.
• Inclusive workplace committed to diversity and equal opportunity.